Please help! Router authentication issue for new customer

I am a new customer and since having had my services activated on the 2nd, my broadband hasnt worked. We have had two routers sent out and with both we have been asked to go to the router settings page (192.164.etc) and login using plusnet username and password. Everytime we put in the password it tells us the username and password is incorrect and refuses to connect. The internet light on the router stays resolutely red. The username and password has been checked and rechecked and the password has been changed several times too. The faults team have blamed BT, BT have been out and checked the line and have said there is no fault whatsover on the line and that its Plusnets issue. Plusnet seem to just be bouncing responsibility for the fault anywhere else and are not telling what if anything they are doing to rectify the fault. My wife and I are at a loss as for what to do, we both work from home and are losing revenue without internet.

Please please if anyone has had this issue previously and it has been fixed please let me know how so i can point plusnet in the right direction!

Re: Please help! Router authentication issue for new customer

Ah ok that seems to make sense. The problem I had is that no one from plusnet or the Bt engineer who was at mine this morning explained that any of these options could be the issue. It’s gone back to the faults team for the third time now. I’m assuming it’s not something that can be remedied on my end then?

Re: Please help! Router authentication issue for new customer

Can you log in to the Plusnet Member Centre using your user name and password? If so then these are correct and the only other thing you could be doing wrong is not adding @plusdsl.net when inputting your username into the router. I'm sorry if you've already jumped throgh theses steps.

@bobpullen Is not normally active in first line support and will only become involved in more complex issues.

If as in @Baldrick1's post you can successfully login to the member centre, and you are sure that you have entered the Username / password correctly into the router then it begins to look more like a BT circuit problem? The agents should be able to monitor your failed attempts to login if the circuit is correct?

Re: Please help! Router authentication issue for new customer

It went to the faults teams three days ago and I still haven’t heard a peep from them. I don’t know whether to try and contact openreach direct or whether to try another repetitive conversation with plusnet.

Re: Please help! Router authentication issue for new customer

My wife and I are at a loss as for what to do, we both work from home and are losing revenue without internet.

I hope that this is sorted quickly for you. However if your income depends on high availability broadband with enhanced customer service then you may be better off paying the extra for the business product rather than this cheaper consumer product or alternatively moving to one of the more expensive providers such as AAISP.